Mystery Shopper Report
Date: December 10
Time: 6:00pm

  1. Downloads
  1. CanGo homepage
 08 seconds
  1. Random links tried (write in links and times)
alternative
 12
latest releases
 26
on-sale CDs
 18
upcoming events
 16
  1. Searches (write in search topics drawn from the list you were given)
 time (sec)/availability
  1. CDs
David Jones, Greatest Hits
 12/yes
1936 Delancey, Rittenhouse Memories
 16/no
  1. Books
Richard Prints, Scary Stories
 22/yes
Angela Smith, Lake Hefner
 08/yes
  1. Movies
Scarab IV
 38/no
About a Boy
 16/yes
  1. Suggested Links, note whether these would appeal to you, as a buyer of the listed product (type in comments below).
 appeal?
  1. CDs
David Jones, Greatest Hits
 yes
1936 Delancey, Rittenhouse Memories
 yes
  1. Books
Richard Prints, Scary Stories
 no
Angela Smith, Lake Hefner
 yes
  1. Movies
Scarab IV
 yes
About a Boy
 no
  1. Orders Placed
  1. Time needed
 4 min., 30 sec.
  1. Number of items in stock
 5/6
  1. Delivery promised when?
 3 days
  1. Privacy policy posted?
 yes
  1. Order confirmation provided via email?
 yes
  1. Delivery
  1. Order received on time?
 4 days (1 late)
  1. Order correct?
 yes
  1. Order damaged?
 CD case cracked
  1. Complaints
  1. Time until phone answered
 2 min., 20 sec.
  1. Representative courteous? (1-7 scale)
 6
  1. Order replaced within ______ days
 2
  1. Compaint resolved satisfactorily? (1-7 scale)
 6

Comments:

Product availability was lacking. Download times seem long at times.

One of the products I selected was listed as back ordered. This was disappointing. If I were a real customer I would might have abandoned your site and made my purchases elsewhere.

Interesting service provided with suggestion links, but algorithms must be off, as the suggestions do not always match my tastes.

Some of the other websites have more delivery options, such as overnight express delivery.

Customer service representative (Brandy) was very nice and quite helpful.